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“75%ofpurchasesarereturningcustomers.”‐TonyHsieh,CEOofZappos

TheonlythingmorepowerfulthanaloyalcustomerisanacEvecommunitymember.

Basicconcepts:investinmembers,giveupcompletecontrol,putconversaEonatcenterpoint,createevangelist…..freetraffic,freestaff,freemarkeEng

Examplesofhowweleveragecommunity:

• hNp://www.sierrasnowboard.com/forum/forum_posts.asp?TID=12576&KW=tshirt+design&PN=1

2009

•  ConEnuedmergingofcommunitymemberswithshoppers